The Fairmont Heritage Place Franz Klammer Lodge was recently reviewed by “Ipreferfivestars”. Unfortunately, the author failed to mention several key facts that dramatically influenced her experience at the Lodge. While there is certainly construction in the neighborhood the facts related to her reservation and stay were quite different than that which she choose to communicate.

The Fairmont Heritage Place Franz Klammer Lodge is a residence club which allows owners to rent either through Fairmont or on their own. Different than a hotel, when an owner rents outside of the Fairmont network the renter is required to stay in the residence that is owned by the individual. “Ipreferfivestars” rented directly from an owner and not through Fairmont. At the time she made her reservation she was warned repeatedly by staff that the residence that she was about to reserve was in fact on a low floor close to construction and that unfortunately we would not be able to move her to a different location. In fact when I did speak directly with the author she commented “I should have listened to your reservationist’s honest appraisal of the assigned residence”. Based on this comment one would think that the author was accurately appraised of the environment and our challenges in trying to relocate her to other accommodations.

During the course of her stay “Ipreferfivestars” made her unhappiness with the experience well known. Management reacted to the challenge well by attempting to find alternatives that would be acceptable. We did find what we believed to be a suitable solution and offered to move her for simply the housekeeping cost of cleaning the residence. She declined the offer.

As neither Fairmont nor the Lodge was party to her rental/financial relationship with the owner, we did not receive any financial benefit and were not in any position to refund any portion of her rental. Based on the circumstances my invitation to her to return to the Lodge as our guests was I believe, quite generous. Our culture is based on providing our owners and guests with memorable vacation experiences. We undertake this mission with pride and commitment. Unfortunately, despite our best intentions we found ourselves in a no win situation with “Ipreferfivestars”. We sincerely regret her dissatisfaction with the construction but are grateful that she did find some positive aspects of her experience to share in her review.

Rick Houston
General Manager
Fairmont Heritage Place Franz Klammer Lodge.